Customer Engineering Lead

About the role

COMPANY

Pace helps leading insurers run complex operations through AI agents and expert human review. Financial institutions spend nearly $400 billion annually on outsourced work. We’re building technology to transform those operations alongside some of the largest insurers in the world.

ROLE

We’re looking for a Customer Engineering Lead to own customer success after deployment and build the team behind it.

You’ll work directly with customers to understand their systems, investigate agent behavior, and resolve product and integration issues with speed and judgment. You’ll own important customer relationships and lead complex escalations while hiring, coaching, and setting standards for Customer Engineering.

You’ll work across customers, Product, and Engineering. You won’t ship core production code, but you’ll go deep into logs, data, configurations, APIs, and agent behavior, and make scoped agent changes when that’s the fastest path to a solution.

This is a hands-on leadership role. You’ll stay close to customer issues while building the playbooks, tools, and processes that help the team deliver consistently as Pace grows.

IN PRACTICE, YOU WILL:

- Own customer outcomes: Set the standard for how we support customers after deployment. Own key relationships, set clear expectations, and ensure questions and escalations reach resolution.

- Lead technical investigations: Debug issues across prompts, tools, workflows, data, and integrations. Use logs and structured analysis to find root causes, fix issues directly when possible, and help the team work through unfamiliar problems.

- Design solutions with customers: Understand customer systems, security requirements, and operating constraints. Weigh architecture and integration tradeoffs and turn messy requirements into practical solutions.

- Build and lead the team: Hire, coach, and develop customer engineers. Establish clear ownership across customer portfolios, help prioritize competing issues, and build the team’s technical judgment and customer communication skills.

- Partner with Product & Engineering: Ensure issues are well diagnosed before escalation and drive them through resolution. Synthesize customer feedback and turn recurring patterns into product improvements.

- Build the Customer Engineering function: Create playbooks, tools, documentation, and escalation paths that make the team faster and more effective. Track recurring issues and resolution quality, and use what you learn to improve how the function operates.

YOU’RE A GREAT FIT IF YOU:

- Operate with autonomy and urgency. You take ownership, make progress without close oversight, and stay calm when issues are ambiguous or time-sensitive.

- Are strong in systems and debugging. You can work with SQL, APIs, logs, data flows, and cloud architectures, read code when useful, and methodically debug unfamiliar systems.

- Have strong customer presence. You communicate clearly with operators, engineers, and executives. Customers trust you to lead through difficult issues and follow through on commitments.